Director of Digital Customer Service (m/f/d)

The Director of Digital Customer Service (m/f/d) is a critical role, responsible for developing and executing a comprehensive strategy to empower customers to resolve their own issues independently. This role will focus on enhancing customer service efficiency and effectiveness by optimizing self-service channels and providing exceptional support experiences. Please note that this is an individual contributor role.

YOUR ROLE AT SIXT

• You analyze and map the complete digital customer service journey across all touchpoints
• You conduct gap analyses to identify gaps between current capabilities and customer expectations and you develop and implement strategies to address these issues
• You continuously analyze and monitor the performance of all digital touchpoints (e.g., website, app, chatbot, social media) in terms of customer engagement, conversion rates, and satisfaction
• You define and implement strategies to drive customer self-service adoption and improve customer satisfaction through proactive support and readily accessible information
• You establish clear requirements for the creation, maintenance, and optimization of a comprehensive and easily searchable knowledge base, including FAQs, articles, videos, and other self-help resources
• You analyze customer behavior and identify opportunities to enhance self-service channels such as chatbots, virtual assistants, and interactive voice response (IVR) systems

YOUR SKILLS MATTER

• Experience: You have 5+ years of experience in customer service leadership roles with a strong focus on self-service channels, proven experience in building and maintaining knowledge bases, FAQs, and other self-help resources
• Problem solving: You possess strong analytical and problem-solving skills with the ability to analyze data and identify areas for improvement
• Communication: You have excellent communication, interpersonal, and presentation skills
• CRM: You have experience with customer relationship management (CRM) systems and customer service software
• Best practices: You possess a strong understanding of customer service principles and best practices

WHAT WE OFFER

• Generous Time Off Enjoy 28 days of vacation, an additional day off for your birthday, and 1 volunteer day per year
• Work-Life Balance & Flexibility Benefit from a hybrid working model, flexible working hours, and no dress code
• Great Employee Benefits Access discounts on SIXT rent, share, ride, and SIXT+, along with partner discounts
• Training & Development Participate in training programs designed for your personal growth and development
• Health & Well-being Private health insurance to support your well-being
• Additional Perks Enjoy the Coverflex advantage system to enhance your employee experience

About us:
We are a leading global mobility service provider with sales of €3.07 billion and around 9,000 employees worldwide. Our mobility platform ONE combines our products SIXT rent (car rental), SIXT share (car sharing), SIXT ride (cab, driver and chauffeur services), SIXT+ (car subscription) and gives our customers access to our fleet of 222,000 vehicles, the services of 1,500 cooperation partners and around 1.5 million drivers worldwide. Together with our franchise partners, we are present in more than 110 countries at 2,098 rental stations. At SIXT, a first-class customer experience and outstanding customer service are our top priorities. We focus on true entrepreneurship and long-term stability and align our corporate strategy with foresight. Want to take off with us and revolutionize the world of mobility? Apply now!